Engagement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and oversee the execution of major, transformative enterprise projects for key clients.

• Act as a trusted advisor to customers utilizing Smartsheet.

• Provide mentorship to Sales and Professional Services teams.

• Facilitate alignment across all customer projects to ensure optimal satisfaction.

• Assist in pre-sales scoping and discovery via Discovery Workshops and pre-engagement planning.

• Allocate necessary staff resources to enhance impact, utilization, and customer outcomes.

• Balance competing requests across multiple strategic client projects.

• Coordinate project activities among cross-functional teams and partners.

• Offer revenue forecasting at both engagement and client levels for monthly and quarterly objectives.

• Oversee projects to meet timelines, budgets, and contractual obligations.

• Manage project P&L to achieve targeted margin results.

• Conduct project reviews and support customer Quarterly Business Reviews.

• Identify and capitalize on follow-on opportunities within existing accounts.

• Expedite delivery and reduce customer time to value.

• Address critical customer concerns and manage at-risk accounts.

• Take ownership of escalation responses and guide team members in escalation management.

• Ensure adherence to quality and time-management processes, including change controls, time cards, status reporting, and logging risks and issues.

• Contribute to Smartsheet's Delivery Methodology, Professional Services PMO, and engagement delivery SOPs.

• Serve as a primary resource for best practices and informal inquiries from customers.

• Collaborate with internal Smartsheet teams and undertake additional duties as assigned.

⛳️ Requirements

• Minimum of 4 years' experience in customer-facing professional roles, preferably within a Software or SaaS environment.

• At least 2 years of experience in enterprise-level Project and Program Management.

• 2+ years leading customer-facing engagements in the enterprise sector.

• Proven experience managing large billable projects for external clients.

• Familiarity with generative AI tools such as Claude for drafting, analysis, and process design, with a strong sense of accuracy, confidentiality, and customer data management.

• Understanding of modern service deployment methodologies, focusing on software design and development.

• Proficient in formal project management tools.

• Expert-level scope control for fixed-fee projects.

• Enthusiastic about web technologies and keen to understand Smartsheet's advantages, values, use cases, and both business and technical aspects.

• Strong analytical skills related to client and project management challenges.

• Exceptional organizational skills with the capability to handle competing client demands.

• Ability to engage and communicate confidently with CxO-level stakeholders.

• Outstanding communication and interpersonal skills.

• Possession of one or more industry-recognized certifications such as PMP, CSM, Lean, Six Sigma, or Smartsheet Core and/or Project Management Certification.

• Advanced degree (Master's level) preferred, or an equivalent combination of relevant experience and education.

• Flexibility to travel periodically, up to 20–30%, based on customer and business requirements.

• Authorization to work in the U.S. for any employer on an ongoing basis.

• Smartsheet Certified Professional credential or willingness to obtain certification within 3 months.

• Experience with process improvement and developing tools and processes that foster team member success.

🏝️ Benefits

• Employer-subsidized medical, vision, and dental coverage for full-time employees.

• 401k Match: 50% of your contribution up to the first 6% of your eligible pay.

• Monthly stipend to enhance your work and productivity.

• Flexible Time Away Program, in addition to Sick Time Off.

• Smartsheet-sponsored life insurance, short-term, and long-term disability plans.

• 12 paid holidays each year.

• Up to 24 weeks of Parental Leave.

• Personal paid Volunteer Day.

• Opportunities for professional growth and development, including access to Udemy online courses.

• Company-funded perks, such as a counseling membership, local retail discounts, and a personal Smartsheet account.

• Telework options from any registered location in the U.S. (role-specific).

• Market-competitive incentive opportunities.